System maintenance and telephone support is provided under annual support service agreements that are tailored to your particular deployment and service requirements. Our support services are structured according to the particular modules deployed and number of users, typically providing a defined number of support hours covering telephone and programming support.
Your support agreement defines the response and action time for incidents, support tickets and change control. All incidents and support calls relating to your service are recorded in our support system to ensure that all items are tracked and resolved.
For a system installed on a customer’s own network, remote support solutions are provided using VPN (virtual private network) and terminal services access to your server.
In most instances problems can be resolved remotely. This service is available: 9:00 am to 5:00 pm (UK) Monday - Friday (excluding UK public bank holidays). On-site visits are chargeable unless covered by your support agreement.
Please refer to the main customer support
section of our website for full information about our technical support hours, procedures and contact details.